Cyara achieves over 30% year-over-year growth and leverages market leadership in customer experience assurance


Cyara Announces Fiscal Year 2022 Growth Results and Continues to Receive Top Industry Honors

REDWOOD CITY, Calif., September 15, 2022–(BUSINESS WIRE)–Cyara, an automated customer experience (CX) assurance platform provider, today announced that it closed fiscal year 2022 with a revenue growth rate exceeding 30%, 95% customer retention rate, 70 customer net promoter score (NPS), and 10 billion seconds of annual synthetic CX traffic trials.

In January, Cyara secured $350 million in funding from major firm K1 Investment Management to support accelerated growth, supporting further expansion of the trial market. As a result of this sponsorship, Cyara acquired Botium, an industry leader in automated chatbot testing. This acquisition strategy added chatbot and conversational artificial intelligence (AI) testing and optimization capabilities to Cyara’s product portfolio, solidifying its position as a global leader in the CX testing and assurance.

What’s New in Features and Services

Cyara recently added Cyara Botium to its solution portfolio. Botium tests and monitors the performance of chatbots and conversational AI. It’s the only solution on the market that provides a seamless and comprehensive CX insurance journey from digital agents to voice agents. Botium enables brands to improve and test the customer experience with a chatbot across all channels and platforms, in all phases of the chatbot development lifecycle.

“In today’s digital economy, digital CX testing is a critical capability for companies in all industries. Thus, the launch of Cyara Botium has proven to be a natural addition to our product line and has already had a positive impact on many of our customers”, mentioned Alok Kulkarni, CEO and co-founder of Cyara. “Our goal is to ensure that self-service CX solutions, such as chatbots and dialogical voice response systems, improve customer journeys — without causing them additional frustration — while increasing productivity and reducing costs. »

Products and offerings unveiled by Cyara in fiscal year 2022 include:

  • LiveVQ: a solution that delivers last mile assurance to a hybrid workforce by monitoring cloud connectivity, agent applications and technology infrastructure in real time to ensure voice quality for agents who work from home or remotely.

  • Quick and free verification: premium concierge-style service that reduces the manual, labor-intensive task of managing and testing toll-free numbers—just in time for open health insurance enrollment and holiday preparation retailers.

  • Automated CX Testing Maturity Model: an innovative, easy-to-navigate self-assessment that allows organizations to not only determine how advanced their approach to CX testing is, but also how their current level of automated testing compares to industry best practices industry.

  • GDPR test compliance: a free service in English and German for organizations’ chatbots that reduces the risk of penalties for non-compliance, allowing the bots to quickly and accurately assist customers who want to know how their data is stored.

  • Support for NICE InContact: Cyara has launched virtual agents for NICE InContact to allow customers connected to this platform to test call routing and data transfer functionality.

  • Greater flexibility in scheduling load tests: Cyara launched several features during the year, making it easier to plan and run load tests for its customers, including a self-service booking calendar, as well as the ability to run small load tests without any reservation. This helps customers reduce friction and increase the frequency of load testing to enable continuous testing.

Growth of the company and expansion of the senior management team

Cyara continued its hiring process by increasing its workforce by more than 70%. In fiscal year 2022, the company swelled its senior leadership ranks, including the appointment of Jeremy Braidish as head of human resources (HR). Jeremy brings over 20 years of HR experience to drive global HR strategy and functions, in addition to talent acquisition and development.

Main partnerships

Today, more than 250 prestigious global brands trust Cyara’s SaaS solution to test, monitor and manage CX technology, enabling them to deliver exceptional customer experiences..

In fiscal year 2022, Cyara established new collaborations with Carahsoft, ConvergeOne, Waterfield, and VIS Global in addition to expanding relationships with partners like Genesys, AWS, and Verizon to drive 30% year-over-year growth to the other of the new Total Annual Commitment Value channel.

Cyara’s unique and successful approach to CX optimization has led to the availability of Cyara Accelerator on Genesys AppFoundry.

Industry recognition and honors

The growing adoption and continued success of Cyara’s platform has earned it 12 industry awards, including:

  • Silver Stevie® Award for “Customer Service Solutions Technology or Sales Partner of the Year” and “Best Contact Center Solution”

  • CUSTOMER Magazine Product of the Year Award

  • Remote Working Pioneer Award and TMC Communication Solutions of the Year Award

  • Winner of the Gold Globee in the category “Innovation in Testing, Measurement and Monitoring” from Golden Bridge Business as well as several innovation awards

About Cyara’s Automated CX Assurance Platform

Cyara’s award-winning automated CX assurance platform enables companies to deliver better CX with less effort, cost and risk. Cyara supports the entire CX software development lifecycle, from design, to functional and regression testing, to load testing and chatbot testing, and production monitoring so companies can create customer journeys flawless across voice and digital channels.

About Cyara

Cyara is the world’s leading automated customer experience (CX) assurance platform, based in Silicon Valley. Cloud-based, multi-channel assurance solutions for voice quality and chatbot testing accelerate the delivery of flawless customer journeys while reducing the risk of customer-facing failures. Recognized global brands trust the Cyara platform daily to bring smiles to customers at scale. For more information, visit cyara.com.

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View the source version on businesswire.com: https://www.businesswire.com/news/home/20220914005309/en/

contacts

Media contact:
Diana Gallagher
408 656-9699
10Fold Communications for Cyara
cyara@10fold.com

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